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Aepona Expands Solutions Portfolio With Call Centre Control Application

Leading Telecoms Applications Supplier releases solution that allows network operators to deliver next generation flexible, effective service to Call Centres

Aepona, a leading supplier of Service Network products and solutions to telecoms operators worldwide, today announced its solution for next generation Call Centre Control, C3.

Call Centre Managers need to have the ability to react quickly to changes in call patterns. Disaster recovery, higher than expected response to marketing campaigns, staff shortages can all require immediate restructuring of call flows. The worst case scenario for the Call Centre manager is overload in one location with spare capacity availability in another, and no way to spread the load.

The Aepona Call Centre Control Service is designed to prevent exactly this waste of resources by not only allowing the call centre manager unprecedented flexibility in how calls are routed, but also giving the tools to rapidly change routing plans to cope with circumstances as they arise.

The Call Centre Control service is owned, operated and branded by the Network operator, and sold as a value-added service by the network operator to its call centre customers

"The Aepona Call Centre Control service provides network operators with a clear opportunity to deliver real value to their Call Centre customers and clearly differentiate from their competitors" says Michael Crossey, VP Marketing at Aepona. "With powerful traffic based routing, time based routing and disaster recovery capabilities, the C3 service delivers unprecedented control to the Call Centre Manager and drastically reduces the operational load on the Network provider"

The Call Centre Control application is currently undergoing field trials and will be Generally Available on May 30.

Ericsson supports Telef

Ericsson has been selected to support Telefónica in building and operating a new nationwide DWDM (Dense Wavelength Division Multiplexing) transport network in Germany. Rolled out over the next few years, it will provide wider optical transmission paths coverage, giving Telefónica a significant advantage in the German market.

Karl Wilhelm Rohrsen, board member of Telefónica in Germany, says: "The new transport network is a major step forward in the German market. Here, we rely on an experienced and reliable partner. That is exactly what Ericsson is."

Ericsson's DWDM platform will enable Telefónica to build a future-proof optical network, with leading technology that will provide the operator with unique flexibility, best-in-class performance, and operational synergies for efficient and evolved metro and core networking.

Stefan Kindt, President of Ericsson in Germany, says: "We are pleased to provide Telefónica with a highly versatile solution that will allow them to offer new services with minimal incremental investment. It confirms our long-lasting partnership."

The Ericsson solution provides operators with an opportunity to maximize their revenues through such new services as high-speed data, storage, video and voice transmission. Automatic network control and operation allow them to simplify the way they operate their transport networks, always granting the best quality of service.

The rollout of the network has already started.

Huawei signs deal with KPN's Telfort

Huawei Technologies has announced that Telfort, part of the Netherlands' largest telecoms operator KPN, will procure Huawei's Convergent Billing Solution. Huawei CBS will help operators build an open and horizontal billing architecture with the capability to support various networks and services.

Huawei currently supplies the KPN Group with extensive transmission and all-IP based core network products. Telfort will have the opportunity to significantly shorten its service delivery cycle for 2G and 3G services with the convergent rating, charging and billing infrastructure powered by Huawei CBS.

Telfort CEO Mr. Marco Visser expressed his satisfaction with the cooperation with Huawei at the ceremony. He said, "Huawei CBS is an important building block for Telfort's future service development. This is the first time that the KPN Group has been cooperating with Huawei on services, and it marks a deepening of the relationship between us."

Dr. Haiping Che, President of Huawei Application and Software Product Line, said, "KPN is a prominent European operator that is highly innovative in adopting new services to grow its competitive edge. Our product portfolio is closely aligned with KPN/Telfort's strategy and well positioned to meet its needs. We will continue to work closely with the KPN Group to help it achieve its business goals."

Leading regional telecom operator selects Ceon to provide Product Lifecycle Management solution

Elion, the leading fixed-broadband provider in Estonia, is preparing to deploy Ceon’s Product Control Center (PCC) product lifecycle management (PLM) and new product introduction solution. Elion made the decision to pilot Ceon PCC as the first phase of a multi phase deployment after analyzing and reviewing the ability of PCC to meet its product management needs.

Ceon PCC is the communication industry’s first purpose-built and standards-based system focused on enabling service providers to construct, manage, and deploy a layered product catalog that includes the full technical and commercial definition of products. PCC supports extended attributes, complex business rules, constraint processing, multi-user collaboration, entity revision management, lifecycle state management, a SID-based data model, and online order configuration and price calculation support.

IP-transformation and accelerating competition is forcing service providers to be more creative and agile in rolling out new product offerings. The primary way in which operators can differentiate themselves going forward is around innovative product offerings. Ceon PCC has been developed to meet the product management challenges faced by operators in today’s marketplace, where product lifecycle management systems have now become a strategic imperative rather than an operational efficiency consideration.

“Ceon PCC will be used to manage the end to end lifecycle of our product and service offerings. As more complex bundled products like Triple Play services are being demanded by our customers, it is critical that the product creation process maps directly to the networks ability to deliver the created products and the PCC will manage this process for us”, said Agur Jogi, Chief Information Officer of Elion.

Axiom Systems

The TeleManagement Forum has today announced that the Product and Service Assembly (PSA) Catalyst Initiative has been selected as the best catalyst project at TeleManagement World Nice 2007.

Axiom Systems, leader in service fulfillment software for communication service providers, spearheads the PSA Catalyst, which is now in its second phase. Sponsored by some of telecommunications biggest names including British Telecom, Cable & Wireless, TeliaSonera and QinetiQ, the PSA initiative is a collaboration of vendors and service providers who are looking to solve today’s largest operational problem - how to create an IT reference architecture which will streamline the NGN product/service lifecycle, bridge the service creation gap between OSS/BSS/service execution and reduce the cost of service/product production. Phase 2 of the PSA initiative demonstrates how broadband DSL, VoIP and IPTV with VOD capabilities can be dynamically created and rapidly delivered as a triple play bundled product. 

The award has been was given to the PSA Catalyst as it successfully demonstrates how the project has furthered TM Forum initiatives in relation to the principles of its project. The judging criteria were based on the catalyst’s collaborative efforts of team members and the benefits to Service Providers as a result of the project work. The same project has also been short listed as finalist for the BT Innovation awards.

“We are delighted to receive this prestigious award from the TeleManagement Forum as it is testament to both the time and hard work dedicated to the project by the member companies and the relevancy of the project to the industry”, commented Brian Naughton, Team Leader of the PSA and VP Strategy and Architecture.

NewVoiceMedia launches new platform for personalised customer care

Hosted contact centre set to deliver cost savings of 60%

NewVoiceMedia, one of Europe's leading Hosted Telephony Service providers, has launched ContactWorld, a next-generation platform for voice applications. The solution has been designed to help companies introduce Individual Caller Treatment (ICT), a new personalised service that can turn any contact centre into a highly-focussed, precision marketing tool.

Set to deliver cost savings of 60% when compared to conventional applications, ContactWorld is one of the most powerful systems available on the market with the capability to handle over 50,000 simultaneous calls. As it is both cost effective and easy to set up, the solution is ideal not just for companies that need a contact centre, but even for large departments that do not see themselves as traditional call centres.

"Contact centres are not always associated with personalised customer service and businesses have struggled to introduce such a system" said NewVoiceMedia CEO Jonathan Grant. "Companies sometimes fail to realise that customers are at their most receptive when they call into the business, so asking callers to hold for long periods of time or getting them to go through endless menus is not the best way to make a customer feel valued.

Jonathan Grant continued, "Individual Caller Treatment, which combines CRM with telephony, offers businesses an intelligent marketing tool that can cross and up sell services to clients. More importantly, it can automatically route customers to the most appropriate agent whenever they call to maximise the customer experience".

ContactWorld users can make changes to customer data in real-time. In trials one user was able to make four changes a day, directly on to the system. Traditionally this would involve the use of expensive system integrators and even a small change could take days to take effect.

ContactWorld can also be scaled within minutes to meet high call volumes following a promotion or an advertising campaign. In the event of an emergency, such as a fire or a terrorist attack, the system can switch to the disaster recovery option and direct calls to agents working from home or in any other location. 

Ericsson selected as supplier and integrator to expand WIND's optical network

Ericsson has been selected by leading Italian internet provider Wind as a provider for metro and core optical transport technology and systems integrator to support its fixed IP broadband access.

The contract awarded to Ericsson includes a DWDM (Dense Wavelength-Division Multiplexing) solution to increase transmission capacity of 1600km of existing fiber cables and BRAS (Broadband Remote Access Server) technology to improve fixed broadband access performance.

Ericsson's turnkey solution incorporating the Marconi-branded multihaul metro and core platform will handle broadband end-user traffic allowing Wind to underpin its offering. The deployment will ensure that Wind, Italy's largest internet provider, can provide high-capacity internet access for subscribers and support next-generation internet services.

Paolo Dal Pino, CEO, Wind Telecomunicazioni S.p.A. at Wind, says: "Ericsson's solution enables us to leverage our existing infrastructure to boost our broadband offering and offer our customers reliable, high-speed connectivity."

Cesare Avenia, President, Ericsson South East Europe, says: "This deal builds on Ericsson's established relationship with Wind and underlines our system integration capabilities and robust broadband solutions. The rollout is set to consolidate Wind's market-leading position by providing a carrier-class solution to provide its end-users with cutting-edge multimedia services."

Ericsson's optical network solution is a key enabler for deploying new broadband services, and is part of Ericsson's Full Service Broadband offering.

Comptel enhances fulfilment solution with Inventory Mediator

Comptel leverages convergent mediation to synchronise inventory with the network

Comptel, a leading vendor of dynamic Operations Support System (OSS) software, has announced the Comptel Inventory Mediator, a new dynamic way of collecting information about the network to improve the accuracy of the data held in a network inventory, for example Comptel Inventory Solution.  This latest enhancement to the Comptel Dynamic OSS follows the recent announcement of the Comptel Service Catalog Solution, which is also a key to service fulfilment automation.

For service providers, maintaining accurate information about their network in an inventory solution is fundamental, for example to ensure the success of service fulfilment automation.  To achieve improved accuracy, inventory solutions have often been synchronised in the past with the network, either through Element Management Systems (EMS) or via auto-discovery tools.  However, the major issue with such deployments is maintaining the library of interfaces to an ever growing number of evolving network elements.  Comptel has solved this problem by linking the Comptel Inventory Solution with its award winning Comptel Convergent Mediation Solution.

Mr Harri Palviainen, Executive Vice President Network Inventory Business, explains: "For most suppliers of service fulfilment solutions, keeping up-to-date with network interfaces is difficult and costly.  This means service providers using such solutions can experience real delays in upgrading their fulfilment processes when next generation equipment is rolled out in their network. For Comptel though, maintaining interfaces is part of our core business.  The Comptel Convergent Mediation Solution has interfaces to over 400 data sources found in service provider networks, and new interfaces are being added all the time.  This puts Comptel in quite a unique position to ensure the data-accuracy of the inventory now and in the future."

Mr Markku Penttinen, Senior Vice President Event Mediation Business, adds: "By building the Comptel Inventory Mediator around the Comptel Mediation Solution, Comptel is able to leverage all the benefits of a proven carrier-class solution.   For example, the solution is extremely fast and scalable, and offers advanced functionality such as correlation, duplicate removal, error correction and a sophisticated business logic tool to configure it.  This innovative approach also allows service providers to use just one solution for both their mediation needs and their inventory feeds, resulting in real economies of scope."

Mr Palviainen concludes: "The Comptel Inventory Mediator is a great illustration of the growing synergy between Comptel's 2 main lines of business: fulfilment automation, and convergent mediation and charging. It is fundamental building block of the Comptel Dynamic OSS, providing a solution that is flexible and real-time, and that can reduce time-to-market for service providers."

New UK company Zenulta announces its launch, as it brings to market a step change in the technology for Enterprise Event Correlation

New UK-based company, Zenulta, is being launched at the TeleManagement World Conference in Nice, at the same time as the company announces its technology for enterprise event correlation to the marketplace.

Founded in 2006, Zenulta combines network and service management knowledge with an approach to the industry's existing issue of enterprise-wide event correlation. The company's team of developers - along with launch telecoms customer Turkcell and systems integrator System Mechanics Ltd - has been working to bring a new type of enterprise event correlation machine to the market.

Now ready for commercial launch, and initially focused on the telecoms environment, Zenulta's new patent-pending technology, "Proximity correlation", represents a step change in the industry. It fills a major gap in the marketplace, while addressing the problems inherent in the discipline of event correlation today, as highlighted in Gartner's Magic Quadrant, in that existing solutions are based mostly around old technologies.

Zenulta's Enterprise Correlation Solution has been developed to enable telecoms businesses to maintain complex, multi-vendor, multi-platform networks and systems, ensuring smooth running and constant service delivery.

It correlates events at the high level - taking a series of independent notifications and using them to identify the 'Real Event' as quickly as possible in order to take the appropriate actions, so ensuring consistency of service, system performance and vastly reduced support costs.

According to John Tucker, Chief Executive Officer of Zenulta: "We are very excited about bringing Zenulta's new technology to market - initially for telecoms providers but expanding to other sectors as we evolve. It has the potential to save millions for businesses while enabling them to deliver high levels of customer service, consistently.

"We have been busy creating a solution that is capable of taking hundreds of millions of events and messages from numerous sources and correlating them. It allows businesses to respond rapidly and accurately to these events, through analysing a multitude of co-related events and determining resulting actions at speeds never before achievable, with far greater levels of sophistication and for far less cost than before."

Zenulta has worked closely with its launch customer, Turkcell.  Turkcell is the leading mobile communication provider of Turkey with 32 million subscribers. Turkcell has one of the largest single mobile networks in Europe and deploys Zenulta's innovative enterprise-class correlation technology - Proximity Correlation.

John Tucker, Chief Executive Officer of Zenulta continued: "In short, compared to the old correlation technologies on the market, our new Proximity Correlation technology is faster and cheaper. It's also capable of having a far more positive impact on business, in terms of superior customer care and the ability to resolve problems faster than ever before.

"Just to cite one example: current technologies might enable the analysis of up to 100 events per second. Zenulta technology can enable up to 16,000 a second. That's just one reason why we believe that with our new Proximity Correlation technology, we really have broken through the old barriers."

Already, Proximity Correlation is creating interest among telecoms businesses in discussion with Zenulta, because of some unique capabilities previously unavailable in the marketplace. "In talking to businesses we've found a great deal of enthusiasm about some powerful functions like Replay," said John Tucker.  "Effectively this means a business can 'go back in time' and re-run correlations against past events - something that has never been possible before."

"Another thing companies are keen to exploit is the fact that no coding is needed to design scenarios, which means business professionals are empowered to do it themselves. They can use template scenarios, which are 'tried and tested' and proven in other company networks. These are just two examples ... we've discovered a high level of interest in many other areas where there is clearly a gap in the current product offering," concluded Zenulta's John Tucker.